Claims Service Specialist - Tire & Wheel Claims

LIVING OUR VALUES

All associates are guided by Our Values. Our Values are the unifying foundation of our companies. We strive to ensure that every decision we make and every action we take demonstrates Our Values. We believe that putting Our Values into practice creates lasting benefits for all of our associates, shareholders, and the communities in which we live.

JOB SUMMARY

The Claims Service Specialist under the leadership of the Team Leader, Claim Adjudication will support the process to increase the profitability of the company's finance and insurance (F&I) products and services provided to automobile dealers. The Claims Service Specialist will provide superior customer service to dealers, consumers, repair facilities, and other customers, adjust and process claims for GSFS products, and settle claims pursuant to company guidelines. The Service Specialist also will take action to enhance cross-functional coordination and expand internal communications within GSA.

ESSENTIAL FUNCTIONS

• Adjust/process Tire and Wheel and Ancillary product claims from dealers, repair facilities, and customers accurately and expeditiously. Follow company guidelines. Meet productivity goals.
• For each claim, verify agreement or application number; determine if a claim is covered for time and mileage. Deny a claim that is not covered.
• Register a verified claim in the database. Review claim history for the vehicle; ensure there are no red flags. Record cause of failure. Discuss failure with customer and/or service department. Agree on: a) labor time and costs; b) parts to be replaced, whether after-market parts will be used, and mark up; c) rental or towing reimbursements, and d) sublet repairs.
• Determine total costs plus sales taxes. Review costs with service department; reach agreement. Authorize the claim; then, give the dealer a claim number.
• During process, answer questions from dealers and customers concerning their coverage, benefits, maintenance requirements, and denials. Help locate an "honoring repair facility." Be able to justify all decisions.
• Dispatch independent adjusters as needed to examine vehicles in the field. Evaluate their inspection reports and consult with a Team Lead to discuss resolution.
• Inform Team Leader about critical decisions. Identify problem areas, problem dealers, needed policies and procedures, etc. and recommend solutions. Refer disputed claims to Team Lead.
• Process customer reimbursement requests and transfer requests.
• Assist other Claims Service Specialists to interpret and apply terms and conditions of GSFS products.
• Coordinate and communicate actions within the company and with dealers.

CRITICAL COMPETENCIES

• Demonstrate excellent customer service and negotiating skills.
• Is customer and dealer focused.
• Is able to handle customers under difficult situations.
• Demonstrate strong analytical and problem-solving skills.
• Demonstrate excellent claims administration skills.
• Demonstrate knowledge of the company's products their coverage and benefits.
• Demonstrate computer skills. Is able to use computer in stressful situations.
• Is able to support change.
• Is able to communicate effectively - orally and in writing.
• Understand the company's claims productivity measurements.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

COMPLIANCE

Carries out responsibilities in accordance with the company's policies, administrative, dealer, and operating agreements, licensing requirements, agent's guidelines, and applicable federal and state laws.

QUALIFICATIONS

Associate degree plus 3-4 years related experience and/or training; or equivalent combination of education. Automotive or dealership experience preferred.

High school diploma or general education degree (GED); Basic knowledge of automobiles, or one to two years related experience and/or training; or equivalent combination of education and experience. Previous Customer Service skills a plus.

• To perform this job successfully, an associate must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable an associate with disabilities to perform the essential responsibilities and handle the physical demands of this position within the working environment.

CERTIFICATES, LICENSES, REGISTRATIONS*

Ability to acquire a property and casualty adjusters license, facilitated by the company within one year.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential responsibilities of this job. While performing the duties of this job, the associate is regularly required to talk; hear; sit; use hands to finger, handle, or feel; and reach with hands and arms. The associate is frequently required to stand or walk. The associate is occasionally required to climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The associate must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those associate encounters while performing the essential responsibilities of this job. The noise level in the work environment is usually quiet.

TRAVEL REQUIRED

Minimal travel required.

The Friedkin Group and its affiliates are equal opportunity employers and maintain drug-free workplaces by conducting pre-employment drug testing.

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TOTAL REWARDS

Our Total Rewards package is an integral part of how we recognize our associates' contributions as well as attract, retain and reward the most qualified employees. We are committed to providing a fair and competitive compensation structure that includes base pay and performance based rewards, where applicable. Compensation is based on various factors including, but not limited to, skill set, experience, qualifications and job-related requirements. Our benefits include medical, dental, and vision along with wellness programs, retirement plans, paid leave and much more! To learn more about these programs and many more, take a tour of our Benefits Page at .